Billion UK Forum

My router has been installed and running for at least a year without issues until 2 nights ago. Unfortunately I am away on business and attempting tech support over the mobile phone!

Two nights ago the connection dropped, everything else works OK (i.e. wireless, LAN etc) but the 'Internet' light was no longer lit. It has been rebooted it a number of times with the same outcome. On the screen in the web UI it reports "WAN failure" followed by "ADSL not ready" or something along those lines.
I was advised by my ISP to check my cabling and filter as they reported no issues at their end.

The wife has checked all this and installed a new DSL filter to no avail. She has also re-input logon details (although they are correct)
My ISP now advises my router is faulty - could anyone offer any advice. I am about 6 hours away from ordering a new router to be sent home!

My 7800N was bought in February 2012, is it still under warranty? I have read that the new ones have a 2 year warranty and not sure if mine does.

Thanks in advance for any advice.

Chunkers

Chunkers wrote:My router has been installed and running for at least a year without issues until 2 nights ago. Unfortunately I am away on business and attempting tech support over the mobile phone!

Two nights ago the connection dropped, everything else works OK (i.e. wireless, LAN etc) but the 'Internet' light was no longer lit. It has been rebooted it a number of times with the same outcome. On the screen in the web UI it reports "WAN failure" followed by "ADSL not ready" or something along those lines.
I was advised by my ISP to check my cabling and filter as they reported no issues at their end.

The wife has checked all this and installed a new DSL filter to no avail. She has also re-input logon details (although they are correct)
My ISP now advises my router is faulty - could anyone offer any advice. I am about 6 hours away from ordering a new router to be sent home!

My 7800N was bought in February 2012, is it still under warranty? I have read that the new ones have a 2 year warranty and not sure if mine does.

Thanks in advance for any advice.

Chunkers

It can only be two things

1. A issue at the exchange or with the line
2. The router has been struck by lightning or power surge has blown the DSL chip

Things to check is, is the DSL light on or flashing on the front of the router (flashing means it cannot sync or lost sync, off means it might need a reset back to factory default settings using the reset pin hole located on the back of the router)

The router comes with two years warranty.

Thanks for your speedy reply.
The wife tells me that the 'DSL' light is lit but the 'Internet' light is not lit at all.

I will talk her through the factory reset this evening

Thanks for the advice.

Regards

Chunks

Chunkers wrote:Thanks for your speedy reply.
The wife tells me that the 'DSL' light is lit but the 'Internet' light is not lit at all.

I will talk her through the factory reset this evening

Thanks for the advice.

Regards

Chunks

Once reset the unit will need to be reconfigured with your broadband username and password, use the 'Basic' menu click on 'WAN', enter your ISP details, and click on 'Apply' the router should then save and reboot and if everything is fine you should get a internet connection.

By the way who is your ISP??

My ISP is Zen Internet, they are usually very good so now they have checked it out i am not expecting the issue to be with them to be honest. Admittedly my first thought when the connection just dropped after a long time in operation was that the ISP / telco were to blame. This now looks less likely to be the case.

Cheers

Chunks

Chunkers wrote:My ISP is Zen Internet, they are usually very good so now they have checked it out i am not expecting the issue to be with them to be honest. Admittedly my first thought when the connection just dropped after a long time in operation was that the ISP / telco were to blame. This now looks less likely to be the case.

Cheers

Chunks

We have a Zen line here also there shouldn't be any probems.

Here is some more info for when you have reset the router

1. The broadband username should end with '@zen'
2. The password is the password Zen provided you with, might be on the welcome letter/email
3. All other settings should be left as default eg Protocol 'PPPOA' Encap Method 'VC-MUX' VPI = 0 VCI =38

Thanks for your help, I have the details written down so should be OK.

Cheers

Chunks

Great advice, a factory reset has the router functioning normally again although obviously all my settings have been lost. I am slightly concerned this could happen again as I can't see any reason for the fault in the first place.

Chunks

One more question, I notice that my router is running 1.06e firmware, this is several versions from current (1.06h)

I would not normally consider upgrading it unless I felt there was a performance or security issue, do you think this could be factor in my recent issues or is there another compelling reason why I should consider flashing the upgrade?

o7

Chunks